Performance Measures Year End 2015

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1 Performance Measures Year End 2015

2 Priorities and Objectives 1. Earn and Retain the Community s Trust 2. Provide Excellent Customer Service 3. Enable Organizational Success 4. Exemplify Financial Stewardship 5. Ensure Safety 1

3 Earn & Retain the Community s Trust 4 Performance Measures: Ridership Service Effectiveness (Passengers per Revenue Hour) Customer Security Public Outreach 2

4 Ridership 1,200,000 Fixed Route ,100,000 1,000, , , , , ,000 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 2012 = 11,031, = 11,087, = 11,324, = 10,815,736 Goal: 0.5% Increase over 2014 Ridership Result: 4.5% Decrease 3

5 Ridership 50,000 Paratransit ,000 40,000 35,000 30,000 25,000 20,000 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 2012 = 490, = 483, = 475, = 464,449 Goal: Maintain 2014 Ridership Level Result: 2.3% Decrease 4

6 Ridership 28,000 Vanpool ,000 24,000 22,000 20,000 18,000 16,000 14,000 12,000 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 2012 = 250, = 241, = 246, = 219,578 Goal: 7.0% Increase over 2014 Ridership Result: 10.9% Decrease 5

7 Fixed Route PASSENGERS PER REVENUE HOUR Service Effectiveness Objective STA Urbanized Average Everett Transit Pierce Transit (Tacoma) Community Transit (Snohomish) King County Metro C-Tran (Vancouver) Ben Franklin (Richland) GOAL: TRANSPORT 28.0 PASSENGERS PER REVENUE HOUR * System averages assume a performance equal to STA for

8 Paratransit Service Effectiveness 3.50 Objective PASSENGERS PER REVENUE HOUR STA Urbanized Average Everett Transit Pierce Transit (Tacoma) Community Transit (Snohomish) King County Metro C-Tran (Vancouver) Ben Franklin (Richland) GOAL: TRANSPORT 3.0 PASSENGERS PER REVENUE HOUR * System averages assume a performance equal to STA for

9 Customer Security Fixed Route GOAL Personal Safety on Bus Driver Driving Safely Not surveyed Not surveyed Score 5 on a scale of 1-5 (Standard = 4.5) Score 5 on a scale of 1-5 (Standard = 4.5) Paratransit GOAL Personal Safety on Van Not surveyed 4.9 (No survey until 2016) Score 5 on a scale of 1-5 (Standard = 4.5) Driver Driving Safely Not surveyed 4.8 (No survey until 2016) Score 5 on a scale of 1-5 (Standard = 4.5) 8

10 Public Outreach Does STA do a good job of listening to the public? Goal Update anticipated in 2016 Score 4.5 on a scale of 1-5 9

11 Provide Excellent Customer Service 6 Performance Measures: On-Time Performance CS Call Center/Paratransit Reservations Abandoned Calls Customer Service Response Time Professionalism and Courtesy Driver Announcements / Introduction Cleanliness of Coach / Van Complaint Rate Maintenance Reliability 10

12 100 Fixed Route On-Time Performance On Time Performance Percentage Goal Average = 95.4% 70 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Goal Percentage Paratransit On-Time Performance Average = 93.6% 70 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 11

13 Service Level: % of Calls Answered within 60 seconds Customer Service: 328-RIDE Call Center Performance Goal: 90% 100.0% 90.0% 80.0% 70.0% 60.0% 50.0% 40.0% 92% 90% 89% 90% 90% 89% 88% 90% 87% 88% 87% 89% 83% 89% 91% 88% 90% 89% 90% % 86% 90% 91% 91% Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Abandoned Calls 2015 Abandon Rate = 6.1% 8,000 7,000 6,000 5,000 4,000 3,000 2,000 1,000 0 Goal: < 4% Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 11

14 Paratransit Reservations: Service Level: % of Calls Answered within 60 seconds Call Center Performance Goal: 90% 100.0% 90.0% 80.0% 70.0% 60.0% 50.0% 40.0% 82% 77% 65% 87% 88% 86% 86% 88% 87% 89% 79% 79% % 73% 84% 84% 87% 82% 82% 82% 80% 78% 77% 69% Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Abandoned Calls Goal: < 4% 1,800 1,600 1,400 1, , Abandon Rate = 4.0% Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

15 Professional & Courteous Goal Overall 4.68 Goal = 4.50 Fixed Route Ride Along Paratransit Ride Along Customer Service Reservations/Security Admin & Mgmt 14

16 Operator Announcements/ Introductions 100.0% 100.0% % 80.0% 82.0% 70.0% 60.0% 50.0% 40.0% 30.0% Coach Operator ADA Stop Announcements Goal: FR = 95% Para = 90% Van Operator Introductions 15

17 Vehicle Cleanliness 100.0% 95.6% % 90.0% 80.0% 70.0% 60.0% 50.0% 40.0% Goal Yes = 90% or Better 30.0% Coach Interior/Exterior Clean Van Interior/Exterior Clean 16

18 Complaint Rate Fixed Route Paratransit Standard (per 100K passengers) 8.0 (per 10K passengers) 17

19 Maintenance Reliability Average Miles Between Road Calls GOAL Fixed Route 6,634 7,301 1 / 7,500 miles Paratransit 67,756 77,963 1 / 57,000 miles 18

20 Enable Organizational Success 3 Performance Measures: Training Rate Annual Employee Evaluations Governance 19

21 Training Rates Fixed Route Standard Completed CAD/AVL training for all operators Completed 8 hours Advanced Training per Operator annually Paratransit Completed Completed 8 hours Advanced Training per Operator annually 20

22 Ride Checks/ Ride Alongs Fixed Route Paratransit Goal 230 of 242 completed 54 of 55 completed 233* of 253 completed 54 of 55 completed 100% of operators checked annually 100% of operators checked annually * All active Operators completed 21

23 Maintenance Training Maintenance hours per employee Standard 25 hours per employee per year 22

24 Managers/Supervisors/ Administrative Training Managers / Supervisors/ Admin 2015 Standard Measured Annually 100 % receive onsite or off-site training each year 23

25 Governance Board Development Attendance at a transit-related conference / training event Event Location Attendee APTA Legislative Conference March 8-10, 2015 Washington, D.C. Al French Tom Trulove APTA Annual Meeting Oct 4 - Oct 7, 2015 San Francisco Ed Pace Candace Mumm 24

26 Exemplify Financial Stewardship 5 Performance Measures: Cost Efficiency Cost Effectiveness Cost Recovery from User Fees Maintenance Cost Financial Capacity Financial Management Service Level Stability Ability to Sustain Essential Capital Investments Public Perception 25

27 $ $ $ $ Objective $ $ $80.00 $60.00 $40.00 $20.00 $0.00 Fixed Route COST PER REVENUE HOUR $ STA $ $ $ % Urbanized Average Everett Transit Pierce Transit (Tacoma) Cost Efficiency $ Community Transit (Snohomish) $ King County Metro $ C-Tran (Vancouver) $ Ben Franklin (Richland) OBJECTIVE: CONSTRAIN OPERATING COST PER HOUR OF SERVICE TO NO MORE THAN 95% OF THE STATEWIDE AVERAGE FOR URBAN SYSTEMS * System averages assume a performance equal to STA for

28 Paratransit Cost Efficiency $ COST PER REVENUE HOUR $ Objective $ $ $ $ $90.94 $ $ $ $80.00 $79.90 $ % $40.00 $20.00 $0.00 STA Urbanized Average Everett Transit Pierce Transit (Tacoma) Community Transit (Snohomish) King County Metro C-Tran (Vancouver) Ben Franklin (Richland) OBJECTIVE: CONSTRAIN OPERATING COST PER HOUR OF SERVICE TO NO MORE THAN 95% OF THE STATEWIDE AVERAGE FOR URBAN SYSTEMS * System averages assume a performance equal to STA for

29 Cost Efficiency Rideshare Operating/Administrative Cost per Mile $0.55 $0.53 Revenue per Mile $0.55 $0.53 % 100.3% 98.1% Goal: Recover 100% of Operating/Administrative costs 28

30 Fixed Route Cost Effectiveness $10.00 $9.00 COST PER PASSENGER $9.21 $8.00 $7.65 $7.00 Objective $6.00 $5.00 $4.36 $6.39 $5.64 $4.81 $5.69 $5.34 $4.00 $ % $2.00 $1.00 $0.00 STA Urbanized Average Everett Transit Pierce Transit (Tacoma) Community Transit (Snohomish) King County Metro C-Tran (Vancouver) Ben Franklin (Richland) OBJECTIVE: CONSTRAIN OPERATING COST PER PASSENGER TO NO MORE THAN 95% OF THE STATEWIDE AVERAGE FOR URBAN SYSTEMS * System averages assume a performance equal to STA for

31 $70.00 $60.00 Paratransit COST PER PASSENGER Cost Effectiveness $63.57 $50.00 Objective $40.00 $46.75 $47.97 $49.16 $40.93 $43.78 $35.09 $30.00 $27.78 $ % $10.00 $0.00 STA Urbanized Average Everett Transit Pierce Transit (Tacoma) Community Transit (Snohomish) King County Metro C-Tran (Vancouver) Ben Franklin (Richland) OBJECTIVE: CONSTRAIN OPERATING COST PER PASSENGER TO NO MORE THAN 95% OF THE STATEWIDE AVERAGE FOR URBAN SYSTEMS * System averages assume a performance equal to STA for

32 Maintenance Cost (Cost per Mile) GOAL Fixed Route $1.14 $1.19 $1.27 Paratransit $0.81 $1.01 $

33 Financial Management Unaudited 33

34 Service Level Stability & Ability to Sustain Essential Capital Investments # of Years Current Service Level Can Be Sustained Fully Funded Capital Improvement Plan Current Projection Goal 3 Years 6 Years 3 Years 6 Years Public Perception Community Survey Question Response* Standard STA is Financially Responsible 3.54 Score 4.5 * Survey completed in

35 Ensure Safety 2 Performance Measures: Preventable Accident Rate Injury Rate Workers Comp Time Loss Claims per 1,000 Hours 35

36 PREVENTABLE VEHICLE ACCIDENTS Fixed Route Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Total Prev. Accidents YTD PREVENTABLE ACCIDENTS PER 10,000 MILES Standard: Less than 0.08 per 10,000 miles 0.30 Preventable Accidents per 10,000 Miles Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 36

37 PREVENTABLE VEHICLE ACCIDENTS Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Total Prev. Accidents YTD PREVENTABLE ACCIDENTS PER 10,000 MILES Paratransit Standard: Less than 0.10 per 10,000 miles 0.25 Preventable Accidents per 10,000 Miles Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 37

38 Workers Compensation Time Loss Lost Time Days per 1,000 Hours Standard Fixed Route Paratransit Maintenance

39 Workers Compensation Claims Claims per 1,000 Hours Standard Fixed Route Paratransit Maintenance

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